Background to Research
Problem
Many companies began to adopt ITIL during the mid-1990’s (Cengage
learning 2014). The ITIL framework was developed by the Central Computer
and Telecommunications Agency (CCTA) that’s based in the United Kingdom
to reduce costs and to improve service delivery (Salié 2004).To improve
the quality of student requests and to archive all queries logged, the
IT academic department implemented an ITIL based online student query
system to improve the quality of services to the students. This article
was based on the implementation of such a system at the Department of IT
at CPUT and to address the key processes to the management staff of the
department. Most departments are often seen as silo-based and not
process-oriented, many incidents gets escalated to the wrong person and
the departments implement too many processes that’s not properly
integrated which leads to confusion amongst the IT staff (Fry, 2005). To
ensure that investments at higher education institutions are constantly
available, information technology has become a critical factor. (Göcks
& Kuper, 2007; University of Canterbury, n.d.)